Complaints

This profile includes complaints for Emory Healthcare SBO Billing.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Emory Healthcare SBO Billing.

  2201 Henderson Mill Road 2nd Floor, Suite 230 Atlanta, GA 30345

• 

  Winship Cancer Institute

  1365 Clifton Rd NE Building C Atlanta, GA 30322-1013

• 

  Emory University Hospital

  1364 Clifton Rd NE # F414 Atlanta, GA 30322-1059

• 

  Emory University Orthopedics and Spine Hospital

  1455 Montreal Rd Tucker, GA 30084-8100

• 

  Emory John's Creek Hospital

  6325 Hospital Pkwy Duluth, GA 30097-5775

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the Final ***************** and threat to go to collection if not paid in next 15 days. This bill is for Oct 11 2022. I had sent numerous emails, phone calls , messages on Mychart (Emory message portal), calls to **************** physical visit to Emory. No one trying to correct the problem at Emory and I keep getting the bills. They are saying, Emory decides how to draft the bill and customer has to follow the same. This day (Oct 11 2022) i visited Emory for Annual Physical and suppose to pay nothing. Doctor asked few questions (so far, my problem is not resolved, even i lost my job due to medical issue) and converted by visit to Office visit and hence i kept getting ******************. No one told me that this is converting to Annual Physical. My appointment was Annual Physical and Mutiple discussions on this before visit. I do not like to keep any bill pending and even paid bill after my visit. Despite numerous reminders , emory is not attempting to resolve the issue and expecting Customer to pay some how. Went to ********************** with lots of hope about my medical condition but all i am getting bills.Very disappointing for companies by Emory. They are in Nobel profession not to provide unnecessary stress. I see two claims on this day (both must be waived or corrected)1. $361.98 of Office Visit 2. $709.80 For Lab Total is Approx. $1071.78 , that is impossible to pay even with payment plan, i was expecting Zero as Annual Visit (Preventive). Action by Emory Request for a waive off, plus some compensation to me calling many time to Emroy for non issue.

  Business Response

  Date: 03/09/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. I was able to review your account and a message was sent to your MyChart account on 3/7/2023 advising you that the current charges stand because there were things discussed outside of your physical.  As a courtesy I have sent your account over to the section to have them review the coding more in detail. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19526937
  
  I am rejecting this response because:

  I do not agree outside of physical. Doctor is asking simple questions and i was answering those. Does not mean that bill should be ****** visit and those Lab charges too are rediculous. There are many tests which are common and should not be charged. I am ready to pay if any test ordered not covered by Annual physical, only lab test. Any way this will be filtered by Insurance if coded right. Also that ****** visit is simply , i cannot digest. Doctor should inform before asking, if changing nature of the call from Annual to Office visit. This must be proactive not reactive.

  I can object, if i know. That is why i am not doctor. Many of time bill was sent to doctor ****** for re code and nothing happend.

  Thanks
  

   

   

   

   

   

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/08/2024

  Hello Mr. ********,

   

  Your charges for date of service 10-11-22 was confirmed to be billed correctly. Per your insurance, the balance billed to you was correct. As a courtesy, the balance has been adjusted, and the account recalled from collections.

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, Nov. 24, I was admitted to the emergency room at Emory University Hospital, placed in room 15.During the evening, the battery in my hearing aid died, so I removed it (in order to allow what little hearing I do have in my right ear) and placed it on the sill/ledge directly beneath the only window in the room. The morning of Nov. 25, I was moved from the ** to a patient floor. As the patient care tech was taking me to the elevator, I told him, I left my hearing aid in the room, can we please go back and get it? The tech said no, that he would go back and get it and bring it to me because I was on a ****** and did not want to be perceived as difficult or demanding, I trusted he would do what he said unfortunately, he never brought the hearing aid to me. Over the next couple of days, one of the nurses assisting with my care called both the ** and Security to see if the hearing aid had been turned in, but no luck. Attached is a picture of the hearing aid, a Widex Evoke 110. As you can see, anyone who picked up the hearing aid could clearly see what it is and that it needed to be returned to me.The hearing aid came with loss and damage coverage, with a deductible of $385. Given that the hearing aid was lost in the ** at Emory University Hospital, I am requesting the hospital reimburse me the $385 attached is a receipt from my audiologist documenting payment.The attached letter from Emory University Hospital dated Feb. 16, 2023, states, in part, the technicianchecked your room and belongings prior to your transport from the ** and found no hearing aids. I clearly remember the technician DID NOT check the ** room or my belongings he came in, explained he was taking me to a patient room, and we left immediately.In closing, my point is that if we had gone back and retrieved the hearing aid when I asked, I would not be having this exchange with Emory University Hospital and filing this complaint with the BBB.

  Business Response

  Date: 11/11/2024

  I would state that this complaint is non-related to billing and was submitted to the billing department in error.
  
  
  The patient initially raised concerns on January 20, 2023. After further investigation, it was determined that the hospital was not responsible. At the patients request, the case was reopened on March 1, 2023, and an additional investigation was conducted, which confirmed the original findings. The case was closed on March 6. 2023, and the patient has not reached out since. 
  
  
  Emory takes great pride in serving our patients and are committed to addressing all concerns with the utmost care. 
  
  
  

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was discharged from Emory University Hospital on 02/17/2023 after being admitted for a stroke on 12/14/2023. None of the follow-appointments with Emory Clinic have been booked within the time specified on my hospital discharge papers. I have had to make unrelated appointments on my own just to gain access to a physician in the clinic for help. Emory Clinic would rather I die than book appointments within the prescribed dates as follows:What's Next Schedule an appointment with Emory *********************** at ******* Campus as soon as possible for a visit in 1 week(s) Please call this number for cardiology/loop recorder placement. You can ask for electrophysiology to get a loop recorder placed for concern for atrial fib.1365 ******************** Bldg A Fl 2 ************************* ************ Schedule an appointment with ASC OPHTHALMOLOGY as ****************************************** soon as possible for a visit in 2 week(s) ************************* ************ Please call this number for an eye appointment.Schedule an appointment with Emory Clinic at ************************ as soon as possible for a visit in 1 month(s)Please call this number for neurology/stroke appointment.Schedule an appointment with Emory Clinic at ************************ as soon as possible for a visit in 1 month(s)Please call this number for neurology/stroke appointment.1365 *********************************************************************** ************

  Business Response

  Date: 03/06/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was discharged from Emory ******************* on 02/17/2023 after being admitted for a stroke on 12/14/2023. None of the follow-appointments with Emory Clinic have been booked within the time specified on my hospital discharge papers. I have had to make unrelated appointments on my own just to gain access to a physician in the clinic for help. Emory Clinic would rather I die than book appointments within the prescribed dates as follows:What's Next Schedule an appointment with Emory **************** Center at ******* Campus as soon as possible for a visit in 1 week(s) Please call this number for cardiology/loop recorder placement. You can ask for electrophysiology to get a loop recorder placed for concern for atrial fib.1365 **************************************************************** ************ Schedule an appointment with ASC OPHTHALMOLOGY as ************************************* soon as possible for a visit in 2 week(s) Atlanta ** ***** ************ Please call this number for an eye appointment.Schedule an appointment with Emory Clinic at ************************************ as soon as possible for a visit in 1 month(s)Please call this number for neurology/stroke appointment.Schedule an appointment with Emory Clinic at ************************************ as soon as possible for a visit in 1 month(s)Please call this number for neurology/stroke appointment.1365 ************************************************************************** ************

  Business Response

  Date: 02/24/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing ********************** and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern we will be looking into the details of your concern.

• Initial Complaint

  Date:02/20/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The patient *************************** (05/04/31) was admitted to emergency treatment at ******************* on February 8 following an injury and spent more than a week in post-op recovery. During this time conflict continued due to an Advance Directive agreement that was misappropriated by a family member the patient does not want to be involved in his health care or decision-making. While the patient requested action several times in recent months to address the problem the Emory Clinic staff at ********** have not been courteous, cooperative or responsive to his concerns. The correct ******* *********** Advance Directive was signed and dated in January 25, 2020 on a ***************** form and should not be compromised by the actions of others. The patient has documented that he wishes only this Health Agent of 1/25/20 to maintain his health care directive and that individual has documented that he agrees to comply. Patient requires prompt action to address the misappropriated Advance Directive, restore the corresponding credentials from 2020 to facilitate MyChart portal access and notify his correctly designated Health Agent about the patients current status and progress of treatment. Thank you for helping reach a more responsive agent at Emory Clinic who can effectively resolve these urgent patient care issues.

  Business Response

  Date: 02/21/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. We have forwarded your complaint to the correct department for their review. Thank you for allowing us the opportunity to investigate your concern the correct department will be looking into the details of your concern.

• Initial Complaint

  Date:02/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Credit card charge on 2/17/23 for Eclh **************** Q 02, *******, **, **. I dont live in *******.

  Business Response

  Date: 07/17/2023

  This is not an Emory Healthcare charge. You will need to contact the merchant or dispute the charge with your bank. 

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Emory's gyn clinic at ********************** in the summer of 2021. ************* offered sti screening as part of my annual women's wellness check. I asked if I could only do 2 out of the 3 tests because my insurance didn't cover the third. Doctor **** said it was okay to just test for two. Well, they ended up testing for all three and billed me for the third even though I only consented to two. I called and complained after receiving the first billing statement and an employee of the clinic told me in Oct 2021 that I wouldn't be responsible for the charge and that it would be removed from my account since they either made a billing error or miscommunicated. Since Oct 2021, I've been back and forth with the Emory billing department, the Emory clinic, and my insurance company. The clinic has told me on 2 or 3 separate occasions that the charge will be removed from my account (my insurance provider has this on record that Emory told us the charge was made in error), but the clinic continues to invoice me every 2 months or so saying that I still owe them.I contacted the billing team in Sept or Oct 2022 and they told me that the clinic has to tell them that there was an error in order for them to remove the charge and that a member of the clinical team would call me to follow up. I never heard from anyone. The charge wasn't listed on my account for a couple months, and then again in Dec 2022, I received another invoice for the balance.I called the clinic in Jan 2023 and left a voicemail requesting an update on why I was being billed again. An employee of the clinic called me back on Jan 3 2023 and told me that ************* would look in to the issue and contact me either by phone or through the patient portal with an update. I never heard back from anyone on the issue until yesterday Feb 14 2023 when I received a notice from a bill collections company for same charges that Emory clinic continues to tell me they're either "looking in to" or "removing from my account".

  Business Response

  Date: 02/15/2023

  We are pleased that you have chosen the Emory Clinic as the provider of your health care services. We pride ourselves on providing excellent medical care and service, and please accept our apology for any dissatisfaction. The claim from August 2021 was corrected and one of the charges were removed and your account does not have a balance and is not in collections. You may contact our office directly at ************ if you have additional questions. We thank you again for allowing us the opportunity to respond to your concern.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19406531
  
  I am rejecting this response because: 

  I received a bill from a collections company ***************************************** dated Jan 16, 2023. When I called the company in Feb 14, 2023, they advised the Emory Clinic has advised that the balance is still due.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/16/2023

  A statement has been requested for you which you should be receiving in the mail or on the portal. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19406531
  
  I am rejecting this response because: It's been roughly a week and I have not received a statement detailing the removal of the charge on my account. Please mail a printed statement in addition to sending an electronic statement (via email or the patient portal) for my records.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/13/2023

  I checked your portal and the statement is on the RevSprings  portal for your review. 

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the billing adjustment is a satisfactory resolution to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Emory Healthcare e-mailed a medical statement to me with an amount due for $163.15 this morning. I also received a statement last week. I have not been to the Doctor or medical facility this year. I do not go to Emory Healthcare for any medical services. I called the number ************ on the statement to inform that the billing statement could not be for me as I have not been to a Emory Healthcare medical facility. I was told that the visit was on February 6, 2023 at Emory University Mid Town in *******, *******. I was given a medical record number and was told that it came up with my address and date of birth. I asked what kind of insurance was used. I was told that no insurance was used. The person asked me for my insurance information which I declined. She said that the person was going to pay with cash. I am in the system as I have gone to Emory Healthcare in the past on my Company's Campus as late as December 2019 and Early January 2020. I paid My account in full. I receive healthcare from a different practice that is not Emory Healthcare. I called the Emory **************** and asked if they had me as being seen for care. I was told that I was there on February 6, 2023, I asked what time did I sign in. I was told that I signed in at 11:11 am. I asked who was the doctor and was told that it was a Doctor ****************************** I was transferred to ************************************* office. I spoke to a person in his office and asked her to verify that I was seen in the office on February 6, 2023 to have X-Rays as I was told. The staff in ************************************* Office told me that I was not seen in ************************ office on February 6, 2023 and that I was not in their system and ******************** is Internal Medicine and not X-Rays. I called the Fayette *********************** and filed a Fraud report. Please help as I have received two statements in less than a week. There are no commitment to correct the issue.

  Business Response

  Date: 07/17/2023

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing excellent medical care and customer service. Please accept our apology for any dissatisfaction. I was able to review your account and the charges were investigated and removed from your account on June 22nd. Thank you for allowing us the opportunity to investigate your concern.
  
  

  Customer Answer

  Date: 07/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because of the incompetence of a procedure scheduler I have to pay more for a procedure than I should have to. Had the procedure been scheduled properly back in December of 2022, I would not have had to pay this year's deductible in order to have this procedure because I had paid my deductible last year when the procedure was supposed to be scheduled. I could have saved as much as $800.The individual scheduled a lab procedure at one location of Emory and a pet scan procedure at another location within a half hour of each other. Making it impossible for me to meet both appointments. This is simply due to lack of attention to detail, negligence, and obviously incompetence. Or being distracted by something other than the work at hand.Emory was not able to reschedule the procedures until the first of this year.

  Business Response

  Date: 11/11/2024

  We apologize for the late response in regards to your concern and we apologize for any dissatisfaction our team may have caused. You may contact our office directly at ************ if you have any additional questions or concerns. We thank you for allowing us the opportunity to respond to your concern.

• Initial Complaint

  Date:12/23/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mammogram and subsequent ultrasound, totaling $917.92, were scheduled for November 22, 2022. This was to be a repeat visit due to radiology technical issue on original screening mammogram the month prior, 10/17/2022. The $917.92 was collected on Flex spending account on Nov 22,2022. I was sent home when film appeared clear and normal. No further testing or ultrasound necessary. The amount has still not been refunded as promised. This amount has prohibited my remaining medical bills from being considered by *************** and year-end is next week. Despite repeated calls to Emory Healthcare ************ no concrete response has been given for this refund delay. None of the excuses have been consistent. *** not received return calls from supervisors, only more speculation.

  Business Response

  Date: 12/27/2022

  We are pleased that you have chosen Emory Healthcare as the provider of your health care services. We pride ourselves on providing ********************** and customer service. Please accept our apology for any dissatisfaction. Thank you for allowing us the opportunity to investigate your concern, I was able to review your account and your refund request has been sent to our refunds department and it is still pending and could take up to 30 days. You may contact our office directly at ************ if you have additional questions. We thank you again for allowing us the opportunity to respond to your concern.

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************